New owners of the Atlanta Falcons wanted to increase attendance by giving customers what they wanted,such as an online site to purchase tickets,clean restrooms,more opportunities to interact with the players and family-oriented halftime show.The first step to developing these customer-defined standards was to:
A) Translate customer requirements into hard measures
B) Create an action program that contained every possible service encounter
C) Identify the existing service encounter sequence
D) Develop continual feedback mechanisms
E) Brainstorm

Question

Quizplus · Accepted Answer

Identifying the existing service encounter sequence is the first step in developing customer-defined standards because it provides a baseline for understanding the current state of service delivery and identifying areas for improvement.

New Owners of the Atlanta Falcons Wanted to Increase Attendance